EOSYS is growing and currently hiring a Customer Success Manager - Managed Services to join our talented team!
In addition to a great environment and challenging work, EOSYS offers a strong total compensation package including profit sharing, 401k with match, and standard benefits including medical, dental, vision, disability and life insurance. We also offer flexible work schedules that support work-life balance while meeting business and customer needs.
The Customer Success Manager (CSM) is responsible for customer engagement and service management within EOSYS Managed Services. The CSM serves as the Managed Services subject matter expert in customer sales discussions. The CSM owns Managed Services administration, software license and SMA renewals, and customer support reporting. The CSM coordinates customers, dedicated support resources, delivery teams, Account Owners, and Business Leaders to ensure consistent service delivery and long-term customer value.
Responsibilities
Customer Engagement & Service Management
- Establish and maintain a regular engagement cadence with Managed Services customers.
- Conduct customer service reviews and provide regular reporting on support activity, performance, trends, open issues, and utilization.
- Identify support-related risks, recurring issues, and changing Managed Services requirements.
- Work with Account Owners and Business Leaders to develop customer engagement strategies and report on Managed Services performance, risks, and needs.
- Coordinate support delivery and escalation across EOSYS resources to ensure commitments and service levels are met.
Renewals & Service Expansion
- Own software license, subscription, SMA, Managed Services, and support agreement renewals, including agreement renewal, upselling, and expansion activities.
- Maintain an understanding of licensing models, renewal requirements, and version/support lifecycles for applicable software platforms.
- Proactively coordinate upcoming renewals and lifecycle requirements with customers and internal stakeholders.
- Work with Account Owners and Business Leaders on pricing, commercial changes, upsell, and expansion of customer agreements.
Managed Services Sales Support
- Serve as the subject matter expert for EOSYS Managed Services offerings, service levels, value proposition, and pricing structure.
- Lead Managed Services presentations and customer discussions for opportunities identified by Sales, Account Owners, or Business Leaders,
- Lead efforts to transition appropriate legacy and ad hoc support customers into structured Managed Services agreements.
- Support Sales and Account Owners in developing Managed Services offerings for new project opportunities.
- Identify opportunities to adjust or expand EOSYS service offerings based on support activity and coordinate those opportunities with the Account Owner and appropriate Business Leader.
- Attend sales conferences and customer sites that require in person engagement.
Program Development
- Establish and track customer success and Managed Services KPIs.
- Identify service trends and opportunities to improve and scale the Managed Services offering.
